10 Replies Latest reply: Nov 12, 2013 6:38 AM by chumleighwarner
Dave Changizi Level 1 Level 1 (0 points)

My new macbook air hard drive just died on me last saturday while I was working on my paper. With that I've lost all my files. I took it to Apple store, but I was told that all they can do is to replace the hard drive for me.

I'm not really happy with the service. You pay so much more to get your money's worth. I was  suggested that if I wanted to retrieve my files I had to take it to an outside source for about $500-$700. It's like buying a defective device that causes you some nasty injury and when you ask for their part of responsibility they tell you to take a hike.

I wish there was a law that would be more protective of people's time and (intellectual) property as opposed to leaving us to the mercy of, ultimately, the greed that drives these companies.


MacBook Air, iOS 7.0.2
  • 1. Re: my new Macbook Air hard drive gone bad
    shldr2thewheel Level 7 Level 7 (25,845 points)

    what is your question.  Apple specifically states that they are not respnosible for data loss. It is YOUR job to backup YOUR data.

  • 2. Re: my new Macbook Air hard drive gone bad
    ZintainUSA Level 3 Level 3 (945 points)

    Why are you blaming Apple because your drive failed?  These things happen, this is what warranties are for...It isn't their responsibility to magically be able to get your data back from your computer.  It's your data, you should always treat it like it is going to happen.  It isn't a matter of if it is going to happen, it's a matter of when.  YOU should have backed up all of your files if they were that important to you.  No matter what company you go through, if it is Apple, or any other PC manufacturer, it's not their responsibility to make sure that your data doesn't get destroyed.  Your drive failed, they wouldn't be keeping up their part of the warranty if they told you that you were going to be responsible to replace the drive at your cost because it broke.  What happens to the data is not in anybodys control.  The price that you would pay for the outside source company I can tell you right now wouldn't even guarantee that they could get your data back.  The Air's use an SSD technology anyway and it's probably gone because there aren't any physical platters on the drive that hold the data.

  • 3. Re: my new Macbook Air hard drive gone bad
    kostby Level 4 Level 4 (2,370 points)

    Check to see if this recently-announced Flash Storage Drive replacement program applies to your specific MacBook Air model.

    http://www.apple.com/support/macbookair-flashdrive/

     

    If you already paid for the replacement drive, you might be eligible for a refund.

  • 4. Re: my new Macbook Air hard drive gone bad
    Dave Changizi Level 1 Level 1 (0 points)

    Fellows,

    Please don't read my e-mail with your emotions. I have nothing against Apple other than my disappointment in this particular service that I received. I can make a long list of all the good things that Apple has brought in this world.

    My point is this: whether Apple or a PC, when you buy a brand new computer, the manufacturer should not only replace the failed part (in my case it did, as is the norm in the industry), but TRY to retrieve the lost file(s), when is applicable, free of charge, during the warrantee period.

    Does it make sense? I find this a very reasonable request/demand. Remember that, according to Apple representative, an outside source was potentially able to retrieve my files.

    As a customer, I want to have a better service, especially when I pay more for the promised quality.

    If we customers were happy with what is offered/or not, then we would have still worked 70 hours per week, our cars didn't a seatbelt, and ...

    I hope this helps to clear my argument.

    Cheers,

  • 5. Re: my new Macbook Air hard drive gone bad
    Dave Changizi Level 1 Level 1 (0 points)

    Thanks so much!

  • 6. Re: my new Macbook Air hard drive gone bad
    ZintainUSA Level 3 Level 3 (945 points)

    Dave Changizi wrote:

     

    Fellows,

    Please don't read my e-mail with your emotions. I have nothing against Apple other than my disappointment in this particular service that I received. I can make a long list of all the good things that Apple has brought in this world.

    My point is this: whether Apple or a PC, when you buy a brand new computer, the manufacturer should not only replace the failed part (in my case it did, as is the norm in the industry), but TRY to retrieve the lost file(s), when is applicable, free of charge, during the warrantee period.

    Does it make sense? I find this a very reasonable request/demand. Remember that, according to Apple representative, an outside source was potentially able to retrieve my files.

    As a customer, I want to have a better service, especially when I pay more for the promised quality.

    If we customers were happy with what is offered/or not, then we would have still worked 70 hours per week, our cars didn't a seatbelt, and ...

    I hope this helps to clear my argument.

    Cheers,

     

    I understand where you are coming from, however, there is nothing that they can do.  If the drive has been damaged and does not work, then there isn't anything that they can do.  When those other places charge the prices that they do, it's to pay for them having to physically remove the platters from the drive that you currently had, and keeping every tiny spec of dust off them as a spec of dust could render the platter useless if it gets caught between the heads and the platters.  This being said, they would then have to take those platters and place them in a new drive basically.  Most people understand that there is nothing that can be done when something like this happens, they have external drives and they backup all their data.  I have mine backed up on two seperate drives and in a remote location away from everything here.  Let's put it like this, say you bought a house, and then you put a lot of your memories and things and whatnot into your house, say pictures, papers, things like that.  Now your house burns down, would you expect the people that built your house be responsible and demand that they somehow get your pictures and things like that back from your house that were burned up?  It's kind of asking the same thing that you would get if you were to demand that they somehow magically make your drive start working and get the information off it.

  • 7. Re: my new Macbook Air hard drive gone bad
    shldr2thewheel Level 7 Level 7 (25,845 points)

    Dave Changizi wrote:

     

     

    My point is this: whether Apple or a PC, when you buy a brand new computer, the manufacturer should not only replace the failed part (in my case it did, as is the norm in the industry), but TRY to retrieve the lost file(s), when is applicable, free of charge, during the warrantee period.

    Does it make sense?

     

    No, it makes no sense at all.  Why should they provide an additional service that can be very time consuming and potentially yield no results for free?  That is not how a business operates.

  • 8. Re: my new Macbook Air hard drive gone bad
    chumleighwarner Level 1 Level 1 (0 points)

    I have a Macbook Air I bought for £999 on the 8th October 2012. Just over a week out of warranty the drive appears to have failed, after I tried to install Mavericks. It is not the flash drive by the way. I say ‘appears‘ as I am taking to back the Apple store in London tomorrow to confirm what is wrong. After shorter and shorter periods of use the spinning beachball appears and the machine has to be restarted.

     

    If it is the drive, replacing the operating system from Apple’s external site followed by replacing each programme with fresh software did not cure it, I will be faced with a bill of about 2/3rds of the original machine. That means throwing away £1000 of computer.

     

    I have been told that if a Macbook Air drive or logicboard fails, virtually the whole of the machine has to be replaced. If that is the case this should be clearly stated at the point of sale.

  • 9. Re: my new Macbook Air hard drive gone bad
    Dave Changizi Level 1 Level 1 (0 points)

    Did you take it to Apple store?

    Hope all went well, and you don't have to pay a dime for the repair/replacement.

  • 10. Re: my new Macbook Air hard drive gone bad
    chumleighwarner Level 1 Level 1 (0 points)

    Not a penny, equivalent of a dime this side of the pond. I went to the Apple Store in Covent Garden London and after a long and very thorough examination the Genius Bar man said it was a hard drive failure and there had been a number of these with this particular brand of drive. They will replace it for free. Extremely helpful.

     

    The symptoms were a failure to load large bits of software like inDesign and Word, and a failure to be able to reload a new operating system from Apple’s servers. It is possible to replace the hard drive separately from the logic board.

     

    Thanks Apple.